Join the Customer Voice Panel
Want to make a difference? Want to help decide our priorities? We have a group of customers who work closely with our Board. Members are involved in challenging our performance, working with leaders and board members to influence our priorities and helping us to keep customers at the heart of our decision making.
If you’d like to play a part in reviewing Raven’s performance, and influence change in services to improve the customer experience. Then the panel is a great option for you.
Raven in return will offer you training and opportunities to attend seminars to develop your skills and knowledge, which are all transferable within employment. They also offer a financial incentive at the end of the year, as a thank you for the time you have given up.
The panel meet around 8 times in the year, meetings are held 6pm-7.30pm on Mondays at Raven House. There is the flexibility to attend the meeting in person or virtually to fit around your personal commitments, and even dip in out to join the conversations and service areas that interest you. Travel and childcare expenses are also covered if required.
The commitment to the group is a minimum of one year, with the option of extending this for up to three years.
To register your interest and find out more, please complete the form on the MyRaven customer portal. See the Terms of Reference before filling out the form.
Update from the panel
The panel is a brilliant way for your customer voice to be heard, to give opinion and challenge Raven where it’s needed. We use customer satisfaction data, covering various areas of overall satisfaction, repairs, customer services and estate services, along with seeing what sort of complaints Raven are getting. We use these customer insights to show where the key areas of dissatisfaction are and look at areas where Raven can improve to ensure a better customer experience.
Over the coming months, we will be focusing on improving Raven’s communication. We have heard from the customer that communication is an area Raven should be working on, particularly around the progress of a customer query or repair. We will be carrying out an investigation to feedback and suggest recommendations from a customer perspective to make this experience better.
Shuna China, customer engagement manager, said: “The last year of the customer voice panel has given us even more insights into the opinion of our customers. We really do put you at the heart of everything we do and we value your thoughts, recommendations and suggestions. This group of customers is driving positive change and we’re very thankful to them.”
For a number of the panel the reason for joining was so we could make a difference for other customers, by improving services. One panel member said: “I joined the panel following a poor experience I had with Raven which led to a complaint. Months on, I now have a very different view of what Raven do and have learnt so much from attending seminars with other social housing tenants. I often speak to other tenants where I live telling them to raise their issue and not give up, Raven is really making a difference.”